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Author: Scotty

By Scotty
in Customer Experience
on Feb 10, 2014

Preparing Multi-Channel Centers for Next-Gen Customer Engagement

Not too long ago, the only way to engage with customers was by phone, mail or in person. But today,...

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By Scotty
in Workforce Infrastructure
on Feb 6, 2014

Use Idle Time to Increase Agent Performance

Frontline organizations pride themselves on keeping their employees busy. However, according to a recent Intradiem survey, 11% of the agent's...

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By Scotty
in Workforce Infrastructure
on Jan 30, 2014

Channel Balancing Survey Results

According to a recent survey, 27% of companies use manual processes to balance resources across phone, e-mail, web and chat....

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By Scotty
in Workforce Infrastructure
on Jan 23, 2014

Better Manage Capacity Across Multiple Channels

Learn how to ensure you always have the right number of agents in the right channels to deliver an outstanding...

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By Scotty
in Workforce Infrastructure
on Jan 9, 2014

Intraday Staffing Efficiency

Managing contact center workforce is part art, part science. You take your best guess of what staffing levels need to...

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By Scotty
in Best Practices / Metrics
on Oct 4, 2012

3 Tips to Improve Knowledge Base Adoption

Whether your contact center's objectives revolve around improving productivity or enhancing the customer experience, one of the most important tools...

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